COVID 19 - Suspension of UR current complaints and disputes policy

15 April 2020

At this time the UR needs to prioritise our resources and this may have a bearing on how we handle complaints/disputes referred to us for determination. The practice and procedure set out in our current complaints and disputes policy is now suspended. If we receive any complaints and/or disputes during this period of suspension we will let individual complainants know of the practice and procedure we will follow in respect of their particular complaint as soon as possible after the complaint has been received.

The UR recognises that in these extenuating circumstances, network companies have a fundamental role to play in ensuring essential business activities are prioritised for public health reasons.  The UR therefore recognises that network companies will  need to prioritise these essential business activities and that non-essential work may not take place in this period, including new connections.